ef4e287f0d
There was a fundamental difference in how resolution counts were
calculated between the agent summary and timeseries reports, causing
confusion for users when the numbers didn't match.
The agent summary report counted all `conversation_resolved` events
within a time period by querying the `reporting_events` table directly.
However, the timeseries report had an additional constraint that
required the conversation to currently be in resolved status
(`conversations.status = 1`). This meant that if an agent resolved a
conversation that was later reopened, the resolution action would be
counted in the summary but not in the timeseries.
This fix aligns both reports to count resolution events rather than
conversations in resolved state. When an agent resolves a conversation,
they should receive credit for that action regardless of what happens to
the conversation afterward. The same logic now applies to bot
resolutions as well.
The change removes the `conversations: { status: :resolved }` condition
from both `scope_for_resolutions_count` and
`scope_for_bot_resolutions_count` methods in CountReportBuilder, and
updates the corresponding test expectations to reflect that all
resolution events are counted.
## About timezone
When a timezone is specified via `timezone_offset` parameter, the
reporting system:
1. Converts timestamps to the target timezone before grouping
2. Groups data by local day/week/month boundaries in that timezone, but
the primary boundaries are sent by the frontend and used as-is
3. Returns timestamps representing midnight in the target timezone
This means the same events can appear in different day buckets depending
on the timezone used. For summary reports, it works fine, since the user
only needs the total count between two timestamps and the frontend sends
the timestamps adjusted for timezone.
## Testing Locally
Run the following command, this will erase all data for that account and
put in 1000 conversations over last 3 months, parameters of this can be
tweaked in `Seeders::Reports::ReportDataSeeder`
I'd suggest updating the values to generate data over 30 days, with
10000 conversations, it will take it's sweet time to run but then the
data will be really rich, great for testing.
```
ACCOUNT_ID=2 ENABLE_ACCOUNT_SEEDING=true bundle exec rake db:seed:reports_data
```
Pro Tip: Don't run the app when the seeder is active, we manually create
the reporting events anyway. So once done just use `redis-cli FLUSHALL`
to clear all sidekiq jobs. Will be easier on the system
Use the following scripts to test it
- https://gist.github.com/scmmishra/1263a922f5efd24df8e448a816a06257
- https://gist.github.com/scmmishra/ca0b861fa0139e2cccdb72526ea844b2
- https://gist.github.com/scmmishra/5fe73d1f48f35422fd1fd142ea3498f3
- https://gist.github.com/scmmishra/3b7b1f9e2ff149007170e5c329432f45
- https://gist.github.com/scmmishra/f245fa2f44cd973e5d60aac64f979162
---------
Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: Pranav <pranav@chatwoot.com>
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
374 lines
14 KiB
Ruby
374 lines
14 KiB
Ruby
require 'rails_helper'
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RSpec.describe V2::Reports::LabelSummaryBuilder do
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include ActiveJob::TestHelper
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let_it_be(:account) { create(:account) }
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let_it_be(:label_1) { create(:label, title: 'label_1', account: account) }
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let_it_be(:label_2) { create(:label, title: 'label_2', account: account) }
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let_it_be(:label_3) { create(:label, title: 'label_3', account: account) }
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let(:params) do
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{
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business_hours: business_hours,
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since: (Time.zone.today - 3.days).to_time.to_i.to_s,
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until: Time.zone.today.end_of_day.to_time.to_i.to_s,
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timezone_offset: 0
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}
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end
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let(:builder) { described_class.new(account: account, params: params) }
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describe '#initialize' do
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let(:business_hours) { false }
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it 'sets account and params' do
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expect(builder.account).to eq(account)
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expect(builder.params).to eq(params)
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end
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it 'sets timezone from timezone_offset' do
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builder_with_offset = described_class.new(account: account, params: { timezone_offset: -8 })
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expect(builder_with_offset.instance_variable_get(:@timezone)).to eq('Pacific Time (US & Canada)')
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end
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it 'defaults timezone when timezone_offset is not provided' do
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builder_without_offset = described_class.new(account: account, params: {})
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expect(builder_without_offset.instance_variable_get(:@timezone)).not_to be_nil
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end
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end
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describe '#build' do
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context 'when there are no labels' do
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let(:business_hours) { false }
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let(:empty_account) { create(:account) }
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let(:empty_builder) { described_class.new(account: empty_account, params: params) }
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it 'returns empty array' do
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expect(empty_builder.build).to eq([])
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end
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end
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context 'when there are labels but no conversations' do
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let(:business_hours) { false }
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it 'returns zero values for all labels' do
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report = builder.build
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expect(report.length).to eq(3)
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bug_report = report.find { |r| r[:name] == 'label_1' }
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feature_request = report.find { |r| r[:name] == 'label_2' }
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customer_support = report.find { |r| r[:name] == 'label_3' }
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[
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[bug_report, label_1, 'label_1'],
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[feature_request, label_2, 'label_2'],
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[customer_support, label_3, 'label_3']
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].each do |report_data, label, label_name|
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expect(report_data).to include(
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id: label.id,
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name: label_name,
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conversations_count: 0,
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avg_resolution_time: 0,
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avg_first_response_time: 0,
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avg_reply_time: 0,
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resolved_conversations_count: 0
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)
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end
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end
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end
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context 'when there are labeled conversations with metrics' do
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before do
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travel_to(Time.zone.today) do
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user = create(:user, account: account)
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inbox = create(:inbox, account: account)
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create(:inbox_member, user: user, inbox: inbox)
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gravatar_url = 'https://www.gravatar.com'
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stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
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perform_enqueued_jobs do
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# Create conversations with label_1
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3.times do
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conversation = create(:conversation, account: account,
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inbox: inbox, assignee: user,
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created_at: Time.zone.today)
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create_list(:message, 2, message_type: 'outgoing',
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account: account, inbox: inbox,
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conversation: conversation,
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created_at: Time.zone.today + 1.hour)
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create_list(:message, 1, message_type: 'incoming',
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account: account, inbox: inbox,
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conversation: conversation,
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created_at: Time.zone.today + 2.hours)
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conversation.update_labels('label_1')
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conversation.label_list
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conversation.save!
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end
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# Create conversations with label_2
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2.times do
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conversation = create(:conversation, account: account,
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inbox: inbox, assignee: user,
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created_at: Time.zone.today)
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create_list(:message, 1, message_type: 'outgoing',
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account: account, inbox: inbox,
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conversation: conversation,
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created_at: Time.zone.today + 1.hour)
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conversation.update_labels('label_2')
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conversation.label_list
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conversation.save!
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end
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# Resolve some conversations
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conversations_to_resolve = account.conversations.first(2)
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conversations_to_resolve.each(&:toggle_status)
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# Create some reporting events
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account.conversations.reload.each_with_index do |conv, idx|
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# First response times
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create(:reporting_event,
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account: account,
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conversation: conv,
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name: 'first_response',
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value: (30 + (idx * 10)) * 60,
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value_in_business_hours: (20 + (idx * 5)) * 60,
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created_at: Time.zone.today)
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# Reply times
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create(:reporting_event,
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account: account,
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conversation: conv,
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name: 'reply_time',
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value: (15 + (idx * 5)) * 60,
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value_in_business_hours: (10 + (idx * 3)) * 60,
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created_at: Time.zone.today)
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# Resolution times for resolved conversations
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next unless conv.resolved?
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create(:reporting_event,
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account: account,
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conversation: conv,
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name: 'conversation_resolved',
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value: (60 + (idx * 30)) * 60,
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value_in_business_hours: (45 + (idx * 20)) * 60,
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created_at: Time.zone.today)
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end
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end
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end
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end
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context 'when business hours is disabled' do
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let(:business_hours) { false }
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it 'returns correct label stats using regular values' do
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report = builder.build
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expect(report.length).to eq(3)
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label_1_report = report.find { |r| r[:name] == 'label_1' }
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label_2_report = report.find { |r| r[:name] == 'label_2' }
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label_3_report = report.find { |r| r[:name] == 'label_3' }
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expect(label_1_report).to include(
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conversations_count: 3,
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avg_first_response_time: be > 0,
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avg_reply_time: be > 0
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)
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expect(label_2_report).to include(
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conversations_count: 2,
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avg_first_response_time: be > 0,
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avg_reply_time: be > 0
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)
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expect(label_3_report).to include(
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conversations_count: 0,
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avg_first_response_time: 0,
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avg_reply_time: 0
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)
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end
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end
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context 'when business hours is enabled' do
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let(:business_hours) { true }
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it 'returns correct label stats using business hours values' do
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report = builder.build
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expect(report.length).to eq(3)
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label_1_report = report.find { |r| r[:name] == 'label_1' }
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label_2_report = report.find { |r| r[:name] == 'label_2' }
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expect(label_1_report[:conversations_count]).to eq(3)
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expect(label_1_report[:avg_first_response_time]).to be > 0
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expect(label_1_report[:avg_reply_time]).to be > 0
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expect(label_2_report[:conversations_count]).to eq(2)
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expect(label_2_report[:avg_first_response_time]).to be > 0
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expect(label_2_report[:avg_reply_time]).to be > 0
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end
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end
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end
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context 'when filtering by date range' do
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let(:business_hours) { false }
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before do
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travel_to(Time.zone.today) do
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user = create(:user, account: account)
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inbox = create(:inbox, account: account)
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create(:inbox_member, user: user, inbox: inbox)
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gravatar_url = 'https://www.gravatar.com'
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stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
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perform_enqueued_jobs do
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# Conversation within range
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conversation_in_range = create(:conversation, account: account,
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inbox: inbox, assignee: user,
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created_at: 2.days.ago)
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conversation_in_range.update_labels('label_1')
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conversation_in_range.label_list
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conversation_in_range.save!
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create(:reporting_event,
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account: account,
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conversation: conversation_in_range,
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name: 'first_response',
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value: 1800,
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created_at: 2.days.ago)
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# Conversation outside range (too old)
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conversation_out_of_range = create(:conversation, account: account,
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inbox: inbox, assignee: user,
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created_at: 1.week.ago)
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conversation_out_of_range.update_labels('label_1')
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conversation_out_of_range.label_list
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conversation_out_of_range.save!
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create(:reporting_event,
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account: account,
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conversation: conversation_out_of_range,
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name: 'first_response',
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value: 3600,
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created_at: 1.week.ago)
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end
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end
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end
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it 'only includes conversations within the date range' do
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report = builder.build
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expect(report.length).to eq(3)
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label_1_report = report.find { |r| r[:name] == 'label_1' }
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expect(label_1_report).not_to be_nil
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expect(label_1_report[:conversations_count]).to eq(1)
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expect(label_1_report[:avg_first_response_time]).to eq(1800.0)
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end
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end
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context 'with business hours parameter' do
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let(:business_hours) { 'true' }
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before do
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travel_to(Time.zone.today) do
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user = create(:user, account: account)
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inbox = create(:inbox, account: account)
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create(:inbox_member, user: user, inbox: inbox)
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gravatar_url = 'https://www.gravatar.com'
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stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
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perform_enqueued_jobs do
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conversation = create(:conversation, account: account,
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inbox: inbox, assignee: user,
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created_at: Time.zone.today)
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conversation.update_labels('label_1')
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conversation.label_list
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conversation.save!
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create(:reporting_event,
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account: account,
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conversation: conversation,
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name: 'first_response',
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value: 3600,
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value_in_business_hours: 1800,
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created_at: Time.zone.today)
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end
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end
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end
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it 'properly casts string "true" to boolean and uses business hours values' do
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report = builder.build
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expect(report.length).to eq(3)
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label_1_report = report.find { |r| r[:name] == 'label_1' }
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expect(label_1_report).not_to be_nil
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expect(label_1_report[:avg_first_response_time]).to eq(1800.0)
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end
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end
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context 'with resolution count with multiple resolutions of same conversation' do
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let(:business_hours) { false }
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let(:account2) { create(:account) }
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let(:unique_label_name) { SecureRandom.uuid }
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let(:test_label) { create(:label, title: unique_label_name, account: account2) }
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let(:test_date) { Date.new(2025, 6, 15) }
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let(:account2_builder) do
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described_class.new(account: account2, params: {
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business_hours: false,
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since: test_date.to_time.to_i.to_s,
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until: test_date.end_of_day.to_time.to_i.to_s,
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timezone_offset: 0
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})
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end
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before do
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# Ensure test_label is created
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test_label
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travel_to(test_date) do
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user = create(:user, account: account2)
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inbox = create(:inbox, account: account2)
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create(:inbox_member, user: user, inbox: inbox)
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gravatar_url = 'https://www.gravatar.com'
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stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
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perform_enqueued_jobs do
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conversation = create(:conversation, account: account2,
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inbox: inbox, assignee: user,
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created_at: test_date)
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conversation.update_labels(unique_label_name)
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conversation.label_list
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conversation.save!
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# First resolution
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conversation.resolved!
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# Reopen conversation
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conversation.open!
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# Second resolution
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conversation.resolved!
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end
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end
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end
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it 'counts multiple resolution events for same conversation' do
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report = account2_builder.build
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test_label_report = report.find { |r| r[:name] == unique_label_name }
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expect(test_label_report).not_to be_nil
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expect(test_label_report[:resolved_conversations_count]).to eq(2)
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end
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end
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end
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end
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